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Commercial Policy and Customer Care

Commercial Policy and Customer Care

The accessibility of channels continues to improve, reconfirming the effectiveness of the actions implemented. Specifically:

  • family call centres: 94.1% of calls answered with an average queue time (TMA*) dropping from 90 seconds in June 2009 to 72.6 seconds in June 2010;
  • company call centres: 95% of calls answered with an average queue time (TMA*) dropping from 66.5 seconds in June 2009 to 51 seconds in June 2010;
  • family branches: Average waiting times maintained the result of 16 minutes, despite the effect of increased closures due to non-payment on one hand, and higher numbers of customers (about 6%) at branches, on the other;
  • company branches: average waiting times for companies remained at 6 minutes.

The satisfaction of customers contacting the call center and branches, measured on a monthly basis during the year, also showed significant improvement.

The client base on regulated and deregulated markets confirmed the increasing trend:

 
Supply points30/06/201030/06/2009Supply points delta (no.)Supply points delta (%)
Gas1,069,5151,064,7004,8150.45%
Electricity351,885320,40331,4829.83%
Water1,175,4391,164,61110,8280,93%
TIA954,645944,6809,9651.05%

The impact of commercial activity on volumes distributed during the first half of 2010 may be summarized as follows:

Electricity (Hera Comm & Hera Comm Mediterranea): went from 3,190 GWh in the first half of 2009 to 3,711 GWh in the first half of 2010, an increase of 16.33% in spite of the impact of the crisis, which bears witness to the intense marketing activity conducted during the period.

Gas (Hera Comm, Hera Comm Marche & Aspes Gas): went from 1,252 cubic metres in the first half of 2009 to 1,312 cubic metres in the first half of 2010, an increase of 4.79%, an improvement on the change recorded as at June 2009, despite the long-lasting effects of the economic downturn on industrial clients, on merchants and on small businesses.

In line with Group policies, the services of electronic sending of bills and registering and using the Her@ ON-LINE channel continue to be promoted with customers. Confirming the satisfaction with this service, the number of customers registered with Her@ ON-LINE increased by 46%, while requests for electronic sending of bills increased by 80%.

Notes: *The average time, TM, is calculated only on answered calls in which the customer chooses to speak to the operator, at the beginning of the conversation with the operator. 

TMA: To align with AEEG regulations, TMA measures the average time between the beginning of the call until the operator answers or the customer rings off, for calls in which the customer chooses to speak with the operator. Compared to 2008 measurements, that is to the TM, this includes the IVR time and abandoned calls. The general standard expected by the AEEG is <240 seconds, calculated using an arithmetic mean. The TMA for the mass market call centre for the half year was 90.2 seconds; for the business call centre it was 66.5 seconds.

 
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